We had a situation where by mistake our room was given away to somebody with a similar name, that is not a problem, but when we were talking to the staff about it, the person who made the mistake apologized to their manager for making the mistake, but would not apologize to us, and literally said to somebody, I’m not gonna argue with you, even though the person was just correcting them when they said we make the mistake and the person said no you made the mistake. The staff member was very dismissive, even though it did inconvenience my family who had been traveling for hours and only wanted to get into their room and was told that they were not allowed to check in until the issue had been resolved by another party who could not and would not answer the phone. I definitely think there should be some training on how to handle matters when it comes to mistakes. And apology and accommodation goes a long way